Extended Stay America Suites- Houston - Northwest - HWY 290 - Hollister — Hotel in Houston

I wish I could write a better review but not in this case. I have experienced undue stress, anguish, frustration, belittlement, being bullied, being lied about by management when I brought an issue to light. See pics. I have experienced many types of hotels from high-end luxury resorts to roadside motels. But none have ever dished out such blatant disregard for the "guest" as this place. I have never been treated as if the issue I bring to the attention of the Management was my fault. You can see the pics and know this problem was already here way before I got here. I have been met at the front desk Kim's with eye rolls, humphing at me when I asked for something to be corrected, ignoring me while at the counter, waiting on others instead of me when I was there first, Nobie (the manager)singling me out in front of a full lobby of people, accusing ME of being the one who returns soiled towel, then telling me all I had to do was return the towels for exchange, loudly accusing me of having financial difficulties, being told I HAD to pay for towels that I soiled...all this in front of other guests waiting in the lobby. EMBARRASSED, BELITTLED, and BULLIED in front of a crowd in the lobby. I sent in 2 complaints online no one called me. I called the 1800# found out fromt the cust svc rep that the Manager, Nobie, was the one who comments on online submitted complaints. WHAT??? The one causing the problems and disrespecting the guest (me) is the one who gets to say whether an issue is valid, taken care of, or wheater it is to be excused and dismissed?!?! I faxed the VP of Operational Excellence for ESA because that is the only number on LinkedIn for them. Still no response from anyone. Now, come on! Is this a hotel? Is this customer service? These incidents began at the beginning of Feb 2020, today is 2/27/2020. No one has contacted me yet. Is contacting the guest not part of the policy? I did get an automated email that said 24-48 hours I'd be contacted, the 800# also told me I'd be contacted 24-48 hrs after my complaint. But no one has yet. It's a shame I had to post this online about this company but this treatment is far from operational excellence and not even close to being "hospitable". See my pics. I did not even mention the roaches and fleas and how Nobie turned that to be my fault too. The roaches and fleas are already here. I use my own treatment to protect my family, myself, and cat. I hope this review helps someone make the right decision. I wanted this to be resolved in-house like it is supposed to have been handled. But...

Hi!

I am a current guest here in between apartments.

I want to share what they DON"T tell you before booking.

Free and paid Wifi is super slow. The Enhanced or paid is 1 hour for $1.99, 1 day for $5.99, 1 week for $22.99 - the one I picked, and 1 month for $31.99. Not much in difference in speeds. I am only getting 2 bars on the ESAConnect wifi.

If you have Verizon and your phone and plan has the 5G Ultra Wide band service, then just tether your phone. I got full power to a tower and got MUCH faster speeds than the Enhanced wifi.

Examples using the SpeedTest app on my Windows PC

Speed before purchase Ping 12ms, Download 11.05 Mbps, Upload 8.95 Mbps Speed after purchase Ping 12ms, Download 12.60 Mbps, Upload 10.55 Mbps Verizon 5G Ultra Wide Band Ping 33ms, Download 364.22 Mbps, Upload 62.53 Mbps

Outside of the Wifi. Negative things:

My room had damage, specifically with one of the light plates, and a loose panel in the kitchen counter.

The cabinets

Additionally, one of the stove knobs is a different color than the others, and the burner plates for three don't fit fully.

The screen over my window has parts of it in pieces and doesn't look secure

The bed is very hard and firm. It will take a bit to get used to sleeping on a soft or plush bed.

Netural thing: They was painting my floor hallway on the following 2 days after check-in

ON the positive things.

Staff is very friendly to attend to my needs, like when I requested a large trash bag or extra muffins be placed during the Grab and Go Breakfast Hour.

They also honored my notes requests at booking, They are painting each room after check out, which is a problem with my severe asthma. I was able to get placed into a room that hasn't been painted yet.

There was a glitch on the ESA Website with the rate when I booked my room, and they honored the price I booked. I am getting a significant discount per night compared to other extended stays that have availability to check in at the time I did.

They have interior elevator and corridors for safety and it's quiet. There is no noise from 290 or other guests.

Most important, I don't see any bed bugs.

I figured with everything in my length review of this Extended Stay America deserves a 3 stars...

To you the "guest" contemplating booking your stay at the Extended Stay America on Hollister Rd. in Houston, Texas. Decide wisely before you book at this location. I'm writing this to help you the "potential guest" avoid any undue stress, anguish, frustration, belittlement, being bullied, being lied about, and everything else that has been my experience here at this ESA location. My complaint was valid as my pics prove. Management (Nobie) and her assistant (Kim) copped an attitude about my complaint and took it out on me. I have been blamed, belittled, lying about, overlooked, singled out. These verbal bullying behaviors have been in front of other guests in the lobby. I sent in complaint form 2x's. I called 800# & no one has contacted me. There is no such thing as customer service here. ESA will respond to this post as they are quick to cover up, make excuses, and point fingers but not quick to resolve a "GUESTS" issue. This is not operational excellence and very far from being a place of "hospitality" as the word HOTEL implies. I have not even begun to mention the roach and flea problem that is here. Don't' have pics just experience. The room was infested with roaches, they called out the exterminator over and over because I complained over and over. But Nobie said I had roaches because I kept grocery bags in my cabinet. The roaches were already a problem before I got here! The pet fee clearly states it is so they can fumigate and exterminate, but they do not. You have to complain first. Then they will find some cover-up excuse to blame it on the guest. The roaches are already here and so are the fleas. Ask if it has been fumigated before you check in. But getting the truth out of people who do not put the guest first is a coin toss. I am hoping to talk to someone in corporate soon. This issue should NOT have gotten this bad and I should not have had to resort to spilling tea online to get things out. This should have been taken care of in-house by upper management and me THE GUEST as soon as I submitted the first complaint at the beginning...